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Frequently Asked Questions

Frequently Asked Questions

TO ORDER
How can I place an order?
1: Place a product in your shopping cart
2: Enter your details
3: Choose from one of the payment options
4: Place your order by clicking 'Pay'

Do I need an account to order?
No, you do not need an account to make a purchase. It is, however, easy to create an account, so that you understand your orders!

Can I change or cancel my order afterwards?
After placing your order it is possible to change your details. We kindly request you to send an e-mail to klantenservice@swimessentials.nlas soon as possible.We will do everything we can to help you and solve it, but it can sometimes be that it is already too late.

When I placed an article in my shopping cart it was still in stock. It is sold out at the checkout. How is this possible?
We receive a huge number of orders within a day. There is a chance that the product will be sold out during your purchase process.

TO SEND
What are the shipping costs?

You can find the shipping costs for each supported country in the shipping costs table.

What is the delivery time of my order?
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX. Do you still not have the package after 2-4 working days? Please contact our customer service via klantenservice@swimessentials.nl.

You will receive an e-mail as soon as your package is given to PostNL / DHL. In this mail you will find Track & Trace code with which you can track your package.

If PostNL / DHL / DPD / GLS can not deliver the package to you or your neighbors, they leave a card in your mailbox. With the code on this card you can indicate on their website when they can come to you. You can also choose to have your package delivered to the neighbors or at a DHL Collection Point. If you do not make a choice, the package will be offered the next day (up to 4 times). Note: a delivery address can not be changed once the order has been placed.

How can I see the status of my shipment?
You will receive an e-mail after your package has been sent, containing the tracking code you can use to track the shipment.

My order is not delivered after 1-4 business days, what now?
It may be that the delivery takes a little longer. If it takes longer than one week, we advise you to contact our customer service via klantenservice@swimessentials.nl.

Why have I not yet received an order confirmation?
After placing your order you will receive an order confirmation from us. Have you not received this mail? Check your junk mail! If you can not find him there, something has probably gone wrong with filling in your details. Check your account to see if your email address is correct.

PAY
How do I pay for my order?
You can pay for your order in multiple ways, with each payment method associated with payment fees:

  • iDeal 
  • Mister Cash/Bancontact 
  • Visa  
  • MasterCard 
  • Paypal 
  • Afterpay

 RETURN

How can I return my item?
If for any reason you are not satisfied with your online purchase, you can return the unused items within 14 days of receipt (at your own expense). The items must be returned undamaged and unused. If you want to return the order, send an email to info@swimessentials.nl. We will then send you a return form. If you can not find out, mail to klantenservice@swimessentials.nl.

Important: Only unused items can be returned! 

When will I get my money back?
Within 14 working days you will receive a refund for the returned items on the account you used for the original purchase. When returning your product, always ask for a track & trace code. Without this code we can not do anything for you in case of loss by the shipping company.

My purchase has been delivered incorrectly, damaged or incomplete. What should I do?
We find it very annoying that you have a complaint about an item that we have delivered. Always send an email to our customer service via klantenservice@swimessentials.nl. before you send an item back. Do not forget to mention the order number. We will try to solve your complaint as soon as possible for you!

 

 

Business to Business

To order

How can I place an order?
1. Fill out the form on the 'Business contact' page.
2. You will receive a special code via the mail.
3. With this code you can log in on the 'Business login' page.
4. Place the desired products in your shopping cart.
5. Enter your information.
6. Choose from one of the payment options.

7. Place your order by clicking 'Pay'.

Can I place an order of less than € 250? 
No, the minimum order amount is € 250, -.

Can I change or cancel my order afterwards?
After placing your order it is possible to change your details. We kindly ask you to send an e-mail to klantenservice@swimessentials.nlas soon as possible. We will do everything we can to help you and solve it, but it can sometimes be that it is already too late.

What are the margins?
The margins of our products have a factor type of 2.4. 

 

TO SEND
What are the freight and handling costs?

The freight and handling costs are € 15, -.

What is the delivery time of my order?
In both the Netherlands and Belgium your order is delivered within 3 working days. In some cases it can unfortunately take a bit longer, because there is a delay at DHL / PostNL. Do you still have the package after 3 to 5 working days? Please contact our customer service via klantenservice@swimessentials.nl. 

You will receive an e-mail as soon as your package is given to PostNL / DHL. In this mail you will find Track & Trace code with which you can track your package. Pay attention: adelivery address can not be changed anymore once the order is placed.

How are the articles packed?
All items are packed loose. They do not have to be purchased per X number of items, as long as the minimum order amount is € 250.